Offer summary

Qualifications:

Experience in Customer Support is essential., Excellent written and spoken English skills are required., Basic technical background with IT education or courses is a plus., Familiarity with tools like Jira, Confluence, and Zendesk/Freshdesk is beneficial..

Key responsabilities:

Respond to customer requests efficiently and effectively.

Manage the Service Desk and ensure timely resolution of issues.

Communicate with customers via email, chat, and conferences.

Develop and implement web-based support initiatives and update documentation.

Job description

Ciklum is looking for a Support Engineer to join our team full-time in Ukraine.

We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.

About the role:

As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.

Our Support Center’s goal is to provide customers with top-class assistance. We are looking for service-oriented specialists with good command of the English language and communication. As a part of Ciklum, you will be providing a service on behalf of one of our customers. Our client is a cloud-based animation software for creating animated presentations and animated explainer videos and helps users build dynamic and professional-quality multimedia content with ease, utilizing a rich library of templates, characters, and scenes. Join our dedicated team of support agents, working with corporate clients to ensure they have a seamless experience using our intuitive online platform.

Responsibilities:

Respond to customers' request (in quick and efficient manner)
Schedule: first shift 8:00 - 17:00, second shift 15:00 - 00:00 UK time (GMT+1). Days off: Saturday, Sunday + one extra day
Service Desk management
Understand and analyze customers' problems, replicate the issue, find appropriate and acceptable solutions where applicable, and submit bugs in Jira
Check the status of the problem until it is solved
Help develop and implement web based support initiatives including knowledge bases, technical and modeling techniques and documentation
Update the documentation
Email, chat and conference communication with customers

Requirements:

Experience in Customer Support is a must
Excellent English, both written and speaking skills are a must;
Basic technical background (Basic IT education, courses will be a plus)
Basic knowledge of Windows
Understand and analyze requests, react quickly
Excellent communication skills, be able to start a conversation with strangers/foreigners easily
Service oriented with desire to help people and with personalized creative approach
Push the matter through
Detail oriented, reliable, stress resistant
Responsible, initiative, multitasking, self-organized, eager to learn
Able to plan your own time
Shift work (Morning, half - night shifts, Monday - Friday)
Experience with Jira, Confluence, Zendesk/Freshdesk or other systems
Location: Ukraine remote

What`s in it for you?

Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
Own your schedule – you are the one to decide when to start your working day. Just don’t miss your regular team stand-up
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events

About us:

Discover the pros of 20-year global experience! Join one of the largest IT companies in Ukraine, awarded as one of the top 10 employers in Ukraine by Forbes.

Boost your skills and make a difference with cutting-edge projects, skilled colleagues and the latest tech stacks.

Ciklum has been recognised as a veteran-friendly business by the Veteran Hub in Ukraine.

We're committed to creating a welcoming environment for veterans and developing processes that meet their needs. We value the skills and unique perspectives military veterans can bring to our business and are willing to support their transition to civilian life.

Be bold, not bored!

Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.

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